...Robert E. Miller; Nita G. Brooks; Thomas W. Jones; Lee Winick This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users...

...Michael S. Spencer; Leslie K. Duclos As an operating philosophy, TQM has crossed departmental and disciplinary boundaries as a way to increase productivity and improve quality. Information Systems Managers, particularly those supporting legacy systems,face substantial challenges in an organization...